The player from Australia won $400 AUD after her first night at the casino but was unable to log in the next morning, with support indicating that her account details did not exist. She alleged that the casino was a scam and accused them of stealing her winnings. The Complaints Team extended the response period for the player but ultimately closed the complaint due to a lack of communication from her side. The team remained available to assist if she chose to reopen the complaint in the future.
SlotsGem Casino - Player's account appears to be closed.
Amount: A$400
SlotsGem Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.1
SlotsGem Casino has a Safety Index of 6.1, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
1 month ago
I played this casino for the first time last night and won $400 AUD uploaded my verification docs for withdrawal and when I went to log in the next morning I couldn’t. Their support told me my details don’t exist!! Basically DO NOT play this casino it is a scam and they are stealing our money
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear Gemmagirl,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with SlotsGem Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- What specific verification documents did you upload for your withdrawal?
- Did you receive any confirmation that your documents were received and processed?
- When you tried to log in, did your browser autofill your details, or did you type them in?
- What exact error did you get when trying to log in? Can you please attach a screenshot here or send it to my email at [email protected]?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Natalia
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear Gemmagirl,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Natalia
www.kpvfaw.com
